MrQ— player complaints: 10 in English

Hi there i made a deposit on Mr Q dating back to June 2023. I won a substantial amount from a single depoist, i deposited £500 and won £15,500 pounds. Upon registration i was not asked for any documents. After winning i was congratulated by Mr Q in the morning and asked to provide a picture of my bank card. I didnt have my bank card at the time as i had lost the card and my information was saved on my phone. I had a picture of my bank card on my phone but not in physical form. i also didnt want to provide a picture of my bank card as i have been scammed before by providing that information on my card. i have since been back and forward with emails for many months now i have sent my driving license a utility bill a selfie of myself they requested with a piece of paper stating the days date, i have now submitted a picture of my new bank card and even a picture of my recent bank statement but they continue to ask for the same documents i have already provided, i feel like they are hell bent on not paying my winnings and they are trying everything they can to withhold my money. Im so stressed and mentally exhausted from this situation and i just want Mr Q to honour my winnings.

Won 27000 on little big horn been playing over a year at mr q depositing over 10k and withdrawing over 6 now I've had my big win there saying my documents are fraudulent

Hi! I applied for a withdrawal on 29th of November and they still didn’t paid me. 10 days they just ignore my emails . Told me my account is under review and they will contact me when they will have any updates . They asked for proofs and I gave them everything what they asked before 29th of November and after once again. Think they just don’t want to pay . We , my partner and me using a same phone number and a same mobile phone , but we are two different people and we proof that to them , maybe don’t believe that on the start , but we proof that .

I had signed up to this casino and as always verified myself before depositing so the account is fully verified. I played and won and withdrew, i then went on to deposit most of what i had won and wont just a little extra £5700 to be exact. I withdrew it all and was waiting for the funds to be recieved. I woke up to seeing they have blocked my account due to being part of gamstop. I have not signed up to this service before. It states when i sign in the balance in my account should be refunded however when emailing them they have said differently I appreciate this is soon as it has only happened overnight but the communication is terrible with this company and I did not expect this to happen. Please help me resolved this issue i would be forever grateful.

Had account for months made many deposits and withdrawals many times , go to withdraw £800 they start asking for verifications etc which I know ain’t right as they have had many chances to do this , I sent in everything anyway all ways accepted now there asking for a pdf of my phone bill linked to the account , I try explain this is a old number and I do not have access to this as it’s been cancelled. Yet it’s like they can’t speak English and just keep saying the same thing .

Hello, I was with MrQ for a while with my email address [EDIT] (Can't remember the username at the time). Then i closed the account because of my exams. When i tried to open the account again 1) the only way to open it again it was to get in contact with customer support and 2) i was not able to get in contact since the site was so confusing. After that i decided to open a new account, never thought that this was going to count as a duplicate account since the first one has been closed for at least a month. Once i opened a new account i started playing and won some money over 3-4 days ( I gambled around 590 and won around 1300+). I did not get any notification while creating the account or any extra verification for my documents. When i withdraw my money and did not received anything i tried to contact them but they are coming back to me once a day and its really difficult to get in touch with them. After that they refunded the money i bet with my "Duplicate" account but refuse to give me the winnings i had already withdraw. They are saying that it was wrong to create a duplicate account even though i did not know that it was indeed a duplicate account and still waited until i withdraw the money to close it. I was wondering whether there is any way i could get the money i originally won

Dear Sir, I opened an account a few weeks ago with MR Q. I send in my verification docs and was depositing/withdrawing fine, playing for a few weeks. On my last withdrawal of £2,600, I received an email saying my account is closely linked with an existing account that is self excluded, and that they are confiscating my funds. I have never self excluded from this site before - I sent in my ID and all my docs. They have given me no info on whose account I am closely linked with - the only thing I can possibly think off is that a member of my family once had an account that they closed down. Despite my repeated efforts of emailing, and on live chat, I am getting no responses or reasoning or evidence of any wrong doing on my part. [EDIT] In my last email to them I demanded my account be reopened and funds paid. I just cant believe that they would do something like this. Its disgusting and I am more than happy to take this further to prove my case. Thanks for any help you can do here,

Hi, I have been registered on GamStop for problem gambling for some time now. I am moment of drunken weakness after the death of my uncle I was able to open an account on Mr Q (www.mrq.com) owned by Lindar Media Limited. Under Mr Q's terms and conditions they state that no player will be allowed to gamble on their site until they have verified the individual. However, with no verification, in the early hours of Sunday 14th March 2021, I was able to deposit and gamble over £3,600. The company state that they electronically verified me, I believe this to be untrue as no search was carried out on my credit file. Without doing so the company in question could not have verified me and thus I should not have been able to deposit and play. I am able to provide you with a screenshot of my credit report to confirm that no electronic check was carried out should that be necessary. The casino have also stated that they perform checks on players accounts as per their licencing agreement and the UKGC's guidelines. However, I was informed by a member of staff, Elle Mcilwaine, that I 'hadn't yet reached the point of the checks being necessary'. Please refer to point 6.13 of their general terms and conditions stating: 'You will not be permitted to gamble until we have verified your name, address and date of birth.' As you can see, there are two very different/conflicting versions of events - one states that I have been electronically verified (which would be impossible without leaving a soft search on my credit report), and the other stating that I had not been verified as it was not necessary. Furthermore, I have been registered on GamStop since 2018 and regularly ensure that my details are kept up to date. Having moved house recently my new details were added in February 2021 when I also added my work emails in an attempt to further curb my gambling addiction which I had been successful in doing until this relapse following my uncles death. All details used to open an account with Mr Q were registered on GamStop. The casino in question have stated that in order for GamStop to work effectively I must ensure that all my registered details are kept up to date. This was indeed the case. However, the casino in question ignored the register and are thus in breach of UK Responsible Gaming Laws. The casino in question are refusing to look into my complaint and will not refund my deposits. The casino have stated that they 'do their best' to prevent player's who are registered on GamStop from creating an account and that 'this becomes more difficult if a player uses different information in attempt to bypass their exclusion'. This in turn would suggest that the details above weren't registered on GamStop. As previously stated all information used to register an account with this casino were registered on GamStop I have been repeatedly told by the casino to update my details on GamStop. However, all details are up to date (last updated in February 2021) so I am at a lose as to why they keep repeating this to me. The casino also have incorrect information on their website regarding who to report complaints to. The refer you to European Commission ODR - however they no longer deal with the UK. The casino also provided me with an inaccurate email address for IBAS. I believe both are in an attempt for me to not take this matter any further. Any help with this matter would be greatly appreciated.

Hi I had an account open at mr Q casino I enjoyed my time there. On my last occasion I made a payment via PayPal for £500 but unfortunately I didn’t realise that my funding source on PayPal was incorrect it wasn’t a card I had chosen to fund with. I panicked and submitted a Complaint to PayPal but it didn’t give me an option to explain only to choose from certain options. I choose unauthorised transaction with the view that I’ll be able to elaborate at a later stage of the form but that part never came! Then I closed my account with mr Q as an exclusion for 6 months so I could get my money back ASAP. I emailed mr q to explain and I emailed PayPal to explain. I did not hear back from either in regards to that email but I did only 2 days later get a case closed notification from PayPal because it wasn’t an unauthorised transaction and it was not it’s right I don’t deny that. I had tried to explain that to them. The problem now is Mr Q will not refund my money. They keep giving excuses. I explained to them the case is closed and PayPal also confirmed to me that they notified MrQ at the same time they notified me that the case was closed. That was on Sunday 6th December. They keep responding that because there’sa PayPal case they can’t refund me- but the case is closed! I intend to go to the citizens advice bureau - PayPal recommended I do. But I thought I’d try to get a refund with your help first. All I want is my refund. I realise a case is a serious thing with PayPal I do and I’m sorry it was not my intention and I explained that to PayPal s as soon as the option for further elaboration was not available- as soon as I did it and it was also ruled not unauthorised and they closed the case. It’s been closed they’ve been told it’s been closed and it’s been closed since Sunday. I simply want my money back it’s mine. These are not this is a deposit and I can’t just let them keep my £500 . They are very erratic, if they do respond to any emails they just repeat that because of the PayPal case they can’t refund me .. but that’s incorrect the PayPal case is closed and PayPal confirmed they can refund me. Or they do not respond at all. Their contact number only has an answering machine nobody ever answers. Please help.

they wont pay me cash owed it takes around 3 days to get a responce ive jumped through all there hoops its rediculass im only wanting the £40 im owed